Managing Director of Customer Service and Entry Into Service (EIS)

MANAGING DIRECTOR OF CUSTOMER SUPPORT & EIS

JOB DESCRIPTION

Program Management

• Upon cabin complete notification from the Comlux production team, project ownership would transfer to you from responsible PM

o PM would be in supporting role by request only until aircraft redelivery occurs

• The accountability of validation and certification testing would fall under this position as you have extensive experience with engineering and testing

o Head of Engineering would support this effort through coordination with our DOA

Entry Into Service

• Upon completion of certification, the Comlux White Glove Process would begin with you leading the team alongside Quality Control and Design departments
• Comlux production would provide you with regular status updates to ensure successful snag rectification leading to the Customer Acceptance phase.
• You would now be the responsible party to lead the Customer through the aircraft acceptance process including cabin walkthroughs
• Any snags that were elevated by the Customer but not able to be rectified by the time the aircraft had to leave would be added to a Commitment letter and tracked in our internal system.
• You would be responsible to coordinate a return visit by the Customer to rectify any snags noted on the Commitment Letter.

Warranty

• Warranty would now reside under this position
• Your warranty administrator would brief you on any new or outstanding cabin issues needing dispositioned
• Any determination of whether or not a warranty claim is approved would reside with this position.

o Support of HoPMO if a decision on whether or not a claim is approved is always available

• If a warranty claim needs some technical ingenuity, proposals could be made to engineering in support of the request.

Misc.

• If there are any sales opportunities that require some support that the Head of PMA could not attend, you would be the delegate to support
• There shouldn’t be much travel, however there could be the odd chance a warranty claim would need to be investigated onsite
• With your experience, feedback on new or existing processes & procedures to benefit Comlux

WORK ENVIRONMENT:

The work environment described here is representative of those required by an employee to perform the essential functions of this job with or without reasonable accommodations.

The location where this position works is in an aircraft hangar environment which is subject to weather changes, constant exposure to loud noise, potential contact with hazardous waste material and other safety hazards such as aircraft, steps, interior components: divans, chairs, other cabinets etc.

ORGANIZATIONAL STRUCTURE:

Reports to: Head of Program Management Operations

Manages: None

Career Path: Multiple

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive description of all work requirements and responsibilities. The job description does not constitute an employment contract and is subject to change as the needs of the employer and requirements of the job change.

Additionally, the minimum level of education notated as a requirement could be supplemented by commensurate experience and/or certification(s) or license(s) as determined by the hiring manager.